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Business Profile

Exercise Programs

ClassPass, Inc.

Headquarters

This business is NOT BBB Accredited.

Find BBB Accredited Businesses in Exercise Programs.

Complaints

This profile includes complaints for ClassPass, Inc.'s headquarters and its corporate-owned locations. To view all corporate locations, see

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ClassPass, Inc. has 2 locations, listed below.

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    Customer Complaints Summary

    • 323 total complaints in the last 3 years.
    • 124 complaints closed in the last 12 months.

    If you've experienced an issue

    Submit a Complaint

    The complaint text that is displayed might not represent all complaints filed with BBB. Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business.

    Sort by

    Complaint status

    Complaint type

    • Initial Complaint

      Date:06/21/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      On May 20th, I signed up for a Classpass free trial membership. Used it twice at ********** on ********** in Manhattan. When I was told that I went to the wrong location on my 2nd visit and that Classpass charges a $ 15 late fee on a "free trial" membership, I was horrified. I then investigated online to see what others were saying and they had issues getting refunds cancelled after closing the account. I am complaining about this very issue because I closed my account May 27th after considering issues of late fees and other issues with this company. Now yesterday on June 16th, I received a text from my bank account saying the charges for automated billing from Classpass were denied. Please investigate this issue. Seems that their company technologically does not have the means to keep up with their promises and frankly is extorting people with fees that are not transparent on a "free trial membership."

      Business Response

      Date: 06/22/2022

      Hi, 

      We're sorry for any confusion regarding the billing of your account. A manager from our Customer Experience team will be reaching out to you via your provided email address. If you have any additional questions, you are welcome to follow up with that manager. Thank you. 

      Sincerely, 
      ClassPass 

    • Initial Complaint

      Date:06/09/2022

      Type:Sales and Advertising Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I began a partnership with ClassPass in early March 2022, hoping it would be an easy way to bring in clients and fill time slots. I quickly discovered scheduling issues - multiple times, a client would be booked through ClassPass during times where I wasn't available, or days where I wasn't even working. The worst was when I was not in office and had a client call me, upset that he was there and I wasn't, saying he was going to be charged $60 by ClassPass. I had never been notified of this appointment being booked. Currently, I'm stuck in a contract with them until August 25th, because they require a 90 notice before closing a partnership; however, this issue is continuing to happen. It makes my business look entirely unprofessional, because I'm constantly having to cancel clients over and over again. I want to end my partnership early, because they are not holding up their side of the contract which includes scheduling.

      Business Response

      Date: 06/13/2022

      Hi ********, 

      We're sorry to hear about any trouble here. It looks like our team was able to assist when you reached out. However, in case you have outstanding questions, we're having a manager from our Customer Experience team reach out to your provided email address. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:05/31/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      Stole my company info for their company profile has a set up for my business including appointment scheduling that I have no way of retrieving nor collecting payments for I've asked to be removed since no permission was granted I was hung up on there is a lawsuit against them for doing this to other businesses

      Business Response

      Date: 06/13/2022

      Hi ********, 

      We can confirm that your business is no longer on our platform, per your request. If you have any additional questions, you are welcome to connect with our team at *********************. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:05/17/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I received an email from ***** at ClassPass on April 30, 2021, it clearly said my account was re-paused and a bug-triggered reservation was cancelled. However, my credit card was continuously charged for another 12 months until I found out on March, 2022. I reached out on March 30, 22 but received no respond. SO I reached out to AMEX (*******) but only to find out the 4 months of credits Amex fought for were taken back again by ClassPass. As of today, I was wrongly charged for 12 months @ $49/month total of $588. I am here to request my money back.

      Business Response

      Date: 05/19/2022

      Hi ******, 

      We're sorry to hear about any confusion here. A manager from our Customer Experience team is going to be reaching out on the open email you currently have with our team. Please respond there with any additional information or questions. Thank you. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:05/17/2022

      Type:Service or Repair Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      ClassPass is an online booking website that offers services from business partners with a discount. They have been using our business on their site, offering appointments at discount without consent, verbal or written. They never contacted us to use our information, even though they have us listed on their site. We have been contacted by people looking to book an appointment with a ClassPass discount. We notify callers that we are not associated with ClassPass. They already have a class action suit against them in process. We have contacted this company on their site and on social media. We would like ClassPass to take us off their site immediately.

      Business Response

      Date: 05/17/2022

      Hi *****, 

      We're sorry to hear about any inconvenience here. Please know that we are passing along your information to our ****************** team to get your business removed. They may also reach out to you via the provided email address. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:05/16/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I woke up not feeling well this morning and was exposed to someone with COVID earlier this week. I didnt want to go to my scheduled class sick (obviously). Instead of working with me and waiving the fee, all I got was I am sorry you are not feeling well as if I am lying about COVID. The customer service agent also told me they were unable to waive the fee. I want my cancellation fee waived or I am disputing the charge with my bank and canceling my membership.

      Business Response

      Date: 05/17/2022

      Hi *********, 

      We're sorry to hear you were feeling unwell. We've taken a look at your correspondence with our Customer Experience team and it looks like a team member was able to assist in the most recent response on Sunday. That said, if you still have outstanding questions, please follow up directly on that e-mail and our team will be happy to continue assisting. 

      Sincerely, 

      ClassPass

    • Initial Complaint

      Date:05/13/2022

      Type:Billing Issues
      Status:
      Answered
      Resolved:
      The complainant verified the issue was resolved to their satisfaction.
      Unresolved:
      The business responded to the dispute but failed to make a good faith effort to resolve it.
      Answered:
      The business addressed the issues within the complaint, but the consumer either a) did not accept the response, OR b) did not notify BBB as to their satisfaction.
      Unanswered:
      The business failed to respond to the dispute.
      Unpursuable:
      BBB is unable to locate the business.
      I signed up for a free trial of class pass and gave them my credit card. This was required to see what was in the portfolio. Upon looking, I saw nothing in which I was interested and immediately cancelled. I attended not one class. I did not even use the full trial. Still, every month class pass charges me, despite many attempts to contact them

      Business Response

      Date: 06/08/2022

      Hi *******, 

      We're sorry to hear about any trouble with the billing of a membership. A manager from our Customer Experience team will be reaching out to assist. If you have any additional questions, we kindly ask that you follow up on that email thread. 

      Sincerely, 

      ClassPass

    ClassPass, Inc. is NOT a BBB Accredited Business.

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